Customer Service Officers

We help clients build better workplaces, where people feel supported, empowered, and inspired to thrive. We’re a community of bold explorers, trusted experts, and compassionate partners; If you’re looking for a place where your contribution matters and where you can help build a better world of work; In conjunction with the Health & Benefits Producer, ensure, oversee and drive delivery of exceptional service to Gallagher’s more complex upper-mid, large and jumbo clients and guide the service team through client strategy execution and champion Branch initiatives and priorities. Ultimately the Client Service Consultant is responsible for ensuring the execution of every aspect of service for a client and will assist the rest of the service team with any service-related tasks to guarantee success.

Primary point of contact for Executive level/Corporate contacts in conjunction with Producer

Secondary point of contact (behind CM and CA) for day-to-day issues

Strategic Consulting

Interprets client needs and provides direction to the account management team and shared resources to manage workflow, ensure follow-through and delivery of projects and tasks

Maintain a comprehensive understanding of client’s needs, and in partnership with the producer, ensure the presentation of appropriate coverage solutions that support and enhance the client’s culture, values, and mission

With support from the client service team, curate content and solutions for all key client meetings

Effectively communicate the content of financial reports to clients and/or facilitate touchpoints with HCA when appropriate

Convey implication of financial performance of plan anomalies and provide solutions to address areas of concern

Regularly review client data to analyze trends, identify issues and deliver appropriate solutions, including plan design modeling, funding solutions, networks, contract issues, etc.

Communicate current or potential client issues with the producer, and collaborate with the sales and service team to identify and implement solutions

Collaborate with the service team and provides oversight and direction on RFP, vendor vetting, and presentation strategy

Producer /Consultant Partnership

Engage with the producer throughout the year to discuss strategic goals and direction for each client and coordinate with Service Team to ensure that commitments and service milestones are being met

Communicate the strategic direction to both the service and project team members assigned to the client, oversee the development of the presentation, and provide a final review of the presentation prior to submitting it to the Producer

Attend all client meetings and prospect meetings as needed to support the Producer

Establish a regular meeting cadence with both service and project team CMs and CAs to go through issues that warrant Service Consultant involvement and to ensure all deadlines are being met or changes in deadlines are being communicated to the client

Provide guidance to CMs and CAs on various avenues for resolution, without being in the middle

Serve as a high-level contact for both the client and service team members

Support positions that might be considered unpopular to do what is right for the client, Gallagher and employees

Provide coaching and training on an as-needed basis

Bachelor's degree with 7+ years client service and/or claims management experience.

Must hold appropriate licensing as required and be able to travel up to 50% of the time.

Proficiency necessary in Microsoft office applications and in using technology as a tool to maximize productivity and quality.

H&B experience preferred, as well as solid financial acumen

At Gallagher, we believe supporting our colleagues goes far beyond the role itself.Comprehensive benefits programs designed to support your well‑being

The opportunity to do meaningful work with global reach and local impact

At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)

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